This presentation is based on how to improve customer satisfaction post COVID-19 and in current situation.

1. “WE CARE-THE NEW NORMAL"
GUEST VOICE
NEW WAYS OF SERVING OUR GUEST

2. CONTENTS
DISCUSSION OUTLINE
 Guest Voice Refresher
 New Normal
 Contact-less service
 Hygiene Mindset
 Multi tasking

3. START WITH A STORY……

4. Guest Voice Refresher
Parameters Courtyard (YTD ) Fairfield (YTD)
Intent to Recommend 76.5 80.0
Anticipation of needs 84.7 84.1
Elite Appreciation 86.2 90.3
Arrival Experience 85.5 85.6
Room Cleanliness 85.6 82.9
Maintenance Upkeep 72.5 72.7
F&B Satisfaction 60.8 80.0
Food Quality 61.6 65.6
Departure Experience 87.5 82.9
Hygiene Culture Efficiency PersonalizationKey Focus-

5. Overview
HYGIENE MINDSET AS
BUSINESS RE- OPENS AND
GUEST RETURNS
• Empathy : We care deeply about the comfort, Warm welcome, At your
service of our guest, Safety & hygiene is the NEW AMENITY for the guests
staying with us .
• Enhanced Standards : We are optimistic about the future and will be
offering our guests memorable experiences in the coming months with
safety and hygiene a continued priority .
• Assuring guest: through posters & collaterals that we are taking every
measure to keep them safe with absolute precision in our cleaning and
sanitation procedures.
• Identifying touch points: Informing guests our sanitization process
through collaterals

6. .
CHECK-IN
• Social distancing
signage is visible
• Hand sanitizer stations
& Table distancing are
visible
• Associates are wearing
face masks
• Digital Menu & Online
payment through QR
code
RESTAURANTS
• Room Attendants
are wearing face
masks
• Sanitation kits are
placed in the
guestroom as an
amenity on arrival
IN THE ROOM
• Mobile Check-out:
Receives final bill
through e-folio
within 2 hours of
departure
• Proactive Chat:
Receives farewell
message on Mobile
App.
CHECK-OUT
• Pre-arrival mail
with cleanliness
guidelines
• Proactive Chat
ensures enquiring
proactively on
preferences &
requests
PRE ARRIVAL
• Social distancing
signage is visible
• Cleaning rituals are
conducted
• Sanitized keys at desk
• Sanitizing of Pens and
other equipment's
• Mobile Check-in
Guest Journey Post Covid
WHAT EXACTLY WE ARE DOING IN TERMS OF MAKING OUR GUEST FEEL WELCOME & SAFE !
CONTACTLESS SERVICE- MOBILE CHAT, MOBILE CHECK-IN AND MOBILE CHECK-OUT

7. ELEMENTS OF
GUEST VOICE
What as a team we need to
execute for a flawless guest
experience & positive guest
voice ?

8. AND NOW WITH COVID-19
• Namaste
• 15/06 rule
• Warm welcome & Smile
• Associate wearing PPE
• Personal hygiene
• Hygiene Kit
• Cleanliness
• Sanitization of touch points
BEFORE COVID-19
• Namaste
• 15/05 rule
• Warm welcome & Smile
• Hospitality of the team
• Amenities
• How happy they are serving us
• Wow moments
• Fond farewell
What exactly our guest will look for when staying with us ?

9. BODY LANGUAGE
Demonstrate a welcome and approachable demeanor by:
• Standing up straight, with shoulders back
• Refraining from touching your hair, face, and face covering
• Keeping your arms and hands relaxed
When speaking with guests:
• Speak slower and at a louder volume to ensure your guests can hear you clearly
• Keep your vocal tone upbeat, helpful, and energetic
• Nod or acknowledge guests' comments with an affirmative “yes” or “I see”
• Face guests to show that you are giving them your full attention
HOW YOU STAND AND SPEAK IMPACTS HOW CONFIDENT
GUESTS FEEL IN INTERACTING WITH YOU AND WITH OTHERS.
VOICE | FACIAL EXPRESSIONS | GESTURES
While your smile may be covered by a mask, it
will come through to others in your:
VOICE | FACIAL EXPRESSIONS | GESTURES

10. SOCIAL
DISTANCING
Keeping physical distance is one of
the key ways to prevent the spread
of infection.
Following guidelines shows guests that
you care about their safety, which builds
their confidence in you and your hotel.
Generally speaking, maintain a distance
of 6ft/2m when interacting with guests
and associates.
6ft/ 1.5-2m
Barriers may also be
placed at the Front Desk,
Concierge, and other areas
where guest-to-guest
interactions take place. Signage and floor markings
may be located throughout
the hotel to help reinforce
guidelines.

11. DEMOGRAPHIC PSYCHOGRAHIC BEHAVIORALGEOGRAPHIC
Change In Demographics
GUEST DEMOGRAPHICS WILL CONTINUE TO BE LARGELY DOMESTIC TRAVELERS!
• Domestic travelers
• Metropolitan cities
mainly IT companies
e.g.Mumbai,Chennai,
Hyderabad, Gurgaon
• Multilingual
• Used to moderate
climate
• Age : 25 to 45
• Gender : 70:30 ratio
between male &
female travelers
• Occupation : IT
company, Project
Manager, Team Head
• Gen Z & Millennial
• Personality : Confident,
Ambitious &
Achievement oriented
• Values : Believes in
Direct and constructive
performance feedback
• Interest : Digital,
Experience & Sharing
innovations
• Value for money
• Look for efficient
service .
• Very much time
bound

12. Creative cards
& messages to
guest through
GXP chat
Preorders will
be encouraged
to ensure
contactless
service
Make your own
beverage on
cart to be set
up in bar
Complimentary
drink vouchers
to be mailed
post arrival to
elite guests .
Human Interaction & Empathy makes guest happier …..
PERSONAL TOUCH & RECOGINATION
Proactive Chat
for Arrivals one
day prior
followed by Pre
arrival mail
Immune shots
during breakfast
Takeaway tea
cart set up in
lobby
Amenity Kit /
Hygiene kit to
be placed in
room
Single use
personalized
bathroom
amenities to be
placed in room
Special curated
gestures for
guest on their
special
occasions
Single ladies kit
to be placed in
room arrival

13. JOB ROLE
ENHANCEMENT
PLANS
It benefits the unit by:
• Developing a multi-skilled workforce
• Reinforcing the Marriott’s philosophy–“Develop from within”
• Reducing turnover & Lowering manning ratio
• Developing a motivated team
• Reduction in out sourced manpower
Job enhancement is a
expansion of a job, it involves
the addition of tasks at the
same level of skill and
responsibility.

14. BODY LANGUAGE
Demonstrate a welcome and approachable demeanor by:
• Standing up straight, with shoulders back
• Refraining from touching your hair, face, and face covering
• Keeping your arms and hands relaxed by your side
When speaking with guests:
Speak slower and at a louder volume to ensure your guests can hear you clearly
Keep your vocal tone upbeat, helpful, and energetic
Nod or acknowledge guests' comments with an affirmative “yes” or “I see”
Face guests to show that you are giving them your full attention
HOW YOU STAND AND SPEAK IMPACTS HOW CONFIDENT
GUESTS FEEL IN INTERACTING WITH YOU AND WITH OTHERS.
VOICE | FACIAL EXPRESSIONS | GESTURES
Following guidelines shows
guests that you care about their
safety, which builds their
confidence in you and your hotel.
Generally speaking, maintain a
distance of 6ft/2m when
interacting with guests and
associates.
6ft/ 1.5-2m
Barriers may also be
placed at the Front
Desk, Concierge, and
other areas where
guest-to-guest
interactions take
place.
Signage and floor
markings may be
located throughout
the hotel to help
reinforce guidelines.
SOCIAL DISTANCING
Keeping physical distance is one of the key
ways to prevent the spread of infection.

15. Thank you!
"Quality is never an accident. It is always the result of an
intelligent effort." – John Ruskin